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Reference Number:
NTSMGR
Job Description:
Sykes Enterprises, Incorporated is looking for a Manager, Systems Engineering and Support to fill a contract position in Tampa, FL. This is a permanent position.
SUMMARY
Oversees, plans and administers the operational and administrative activities of the systems engineering team. Responsible for instructing, assigning, directing and checking the work of the engineering team. Responsible for the operation of the server systems and the Active Directory backbone. Works closely with other managers and departments in the implementation, maintenance and administration of systems. Responsible for purchases, inventory and patching. Reviews and evaluates the work of the staff and prepares periodic performance reports. Coordinates the activities of the team with other teams and departments. Prepares activity and progress reports of assigned projects. Maintains vendor and technical contacts. Manages multiple projects, professional and technical staff. Anticipates and identifies complex business needs and recommends solutions to complex problems. Provides Level 3 diagnosis and repair of systems infrastructure. In additional to the management responsibility, the incumbent is responsible for maintaining their technical expertise in an IT systems discipline.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Provides L3 Support for Windows, UNIX, Linix, Virtualized and Riverbed systems.
- Keep abreast of industry and technology trends, available products and services.
- Assists in the evaluation and recommendation of specific products and platforms to provide cost effective solutions that meet engineering requirements.
- Review client contracts and work with IT Operations, Operations, and Sales to implement client infrastructure solutions. Maintains current working knowledge of client base and associated implemented client technology solutions.
- Perform capacity planning and application analysis for network, systems and telephony performance and sizing.
- Maintains comprehensive system documentation for all SYKES internal and implemented client designs.
- Work on multiple technical projects, as assigned.
- Coach and provide guidance to network, systems and telephony technical and support staff as appropriate, as part of team-based activities.
- Provides Level 3 technical support for enterprise systems.
- Modifies and maintains technical drawings and support documentation for system infrastructure.
- Provide remote/onsite and on call 7x24x365 support, as required.
- Responsible for the function, supervision and coordination with outside vendors for the proper design, monitoring, maintenance and configuration of systems infrastructure.
- Domestic and International travel 35%
- May perform other duties as assigned.
SUPERVISORY RESPONSIBILITIES
- Supervises a multi-skilled engineering team
SYKES Enterprises, Inc. (Nasdaq: SYKE), is a global leader in providing customer management solutions and services to Fortune 500 companies. SYKES specializes in providing flexible, high-quality customer support outsourcing solutions with an emphasis on technical support and customer service. SYKES also provides a variety of services including IT consulting, CRM consulting, third party hardware and software technical support, systems consulting, systems integration, documentation development and instructional design-delivering solutions that are customized to meet each company's unique customer management needs. Headquartered in Tampa, Florida, SYKES operates throughout the United States, Canada, Europe, Latin America, Asia and Africa.
For more information about SYKES Enterprises, Inc. click to: www.sykes.com
Experience Level:
5+ Years
Requirements:
QUALIFICATIONS
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- Prior experience managing technical staff in multiple locations
- Exceptional strategy skills with a practical, technology-focused orientation
- Technical background combined with a Business perspective
- Thorough knowledge and understanding of business principles, processes and technology
- Ability to exercise independent judgment and creative problem-solving techniques in a complex environment using leading-edge technology and diverse user systems
- Ability to present and discuss technical information in a way that establishes rapport, persuades others, and gains understanding
- Exceptional project management skills, including the ability to effectively deploy resources and manage multiple projects of various diverse scopes in a cross-functional environment
- 10 years of systems experience
- 5 years of managing and leading a team of system engineers
- Knowledge of Avaya and Cisco Telephony platforms
- Proficiency in the use of Microsoft Visio and Microsoft Project preferred
- Working Knowledge of Cisco ACS server and triple A (Authentication, Authorization and Access), Cisco IPS **Intrusion Prevention, Cisco SAFE framework, IP-4 / IP-6, Unicast and Multicast, SIP, and VPN tunneling, IPsec, Microsoft Windows 2003/2008 (Active Directory, DNS, DHCP, Cluster, IIS and SQL), Unix, Linux, and Virtual technologies. CCSP, CISSP, or INFOSEC certification is a plus
EDUCATION and/or EXPERIENCE
Certification in a systems discipline ( MCSE)
Bachelor's degree (B. A.) in Computer Science or related field or an equivalent combination of education and experience. Requires 7-10 years of experience in implementing and engineering systems solutions based on requirements. Thorough knowledge of computer operations and business continuity principles or an equivalent combination of experience and education, in addition to a minimum of 4 years previous managerial experience.
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